AccountId: 011433970860
ContactId: eeca4d69-a78e-4117-a925-c7bf93f4cf99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127199 ms
Total Talk Time (AGENT): 46248 ms
Total Talk Time (CUSTOMER): 50567 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/eeca4d69-a78e-4117-a925-c7bf93f4cf99_20250509T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify that a member's plan is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility of a member. Can I please get your name, your callback number, and your facility name?
[CUSTOMER][NEUTRAL] Sure thing. My name is [PII] The callback number is [PII] and the name of the facility is Allergy and Asthma Clinics of Georgia.
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Did you say you needed their name as well or just the date of birth and policy?
[AGENT][NEUTRAL] The name and the policy number and the date of birth, all three.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII], and the policy number is 02435569.
[AGENT][NEUTRAL] OK, I look that up real quick, Miss [PII].
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us and the effective date is [PII] and everything is current on policy.
[CUSTOMER][NEUTRAL] Alrighty and then that acts as a secondary to her Aetna plan.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty perfect and can I just get your name and the reference number?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII], and you can use my name in today's date as your reference.
[CUSTOMER][POSITIVE] Alrighty thank you so much Miss [PII] and you have a great day.
[AGENT][NEUTRAL] You too, Miss [PII]. Have